Details

Open Date 07/17/2024

Requisition Number PRN39255B

Job Title PS Coordinator, Patient Svs

Working Title PS Coordinator, Patient Svs

Job Grade UGR

FLSA Code Administrative

Patient Sensitive Job Code? Yes

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary

Monday through Friday from 8am-5pm.

VP Area U of U Health - Academics

Department 00848 - Pediatric Administration

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $73,000-$87,500

Close Date

Open Until Filled Yes

Job Summary

Job Summary

This position assists the Ambulatory Operations Director and is responsible for planning, organizing, directing, and controlling all aspects of patient services, human resources, and financial management for the assigned unit of operations. The incumbent provides direct patient services in accordance with the individual’s education and licensure. Implements and supports patient safety initiatives focused on the identification, reporting, investigation, and prevention of events for an organization that provides healthcare patient services. Coordinates patient safety improvement programs that reduce the risk of injury and promote reporting of incidences. Collects, interprets, and reports data regarding safety-related events and identifies opportunities to improve patient safety. Develops and delivers education programs aimed to encourage behaviors that prevent and minimize errors and unintended harm to patients in the delivery of care. Works collaboratively with Department leadership, Primary Children’s Hospital ( PCH ), and physician faculty members. Serves as key member of and is accountable to steering committees and governance structures within the Department and PCH regarding patient experience and safety. This position serves as a catalyst within the Department in moving the organization forward to support the financial, quality, and patient centered goals.

The ambulatory group in the Department consists of 12 pediatric subspecialty divisions and service lines that practice primarily at Primary Children’s Outpatient Specialty Center, Primary Children’s Riverton, Primary Children’s Layton, Primary Children’s Lehi (Miller Campus), and various satellite clinics. The pediatric ambulatory clinics at Primary Children’s Outpatient Specialty Center operate in site-of-service 11 and site-of-service 22 space that is used in conjunction with PCH and other University and community pediatric providers. May assist with patient experience/safety across pediatric surgery departments.

Responsibilities

Essential functions include, but are not limited to:

• Collaborates and supports the complaint and grievance process ensuring standards to review, investigate, document and follow-up on patient/family complaints are accurate and timely.

• Receives and reviews all customer complaints and events that require Clinical Relations intervention to identify and resolve patient/family concerns. Includes communication and coordination with medical social workers, clinical risk management, quality, experience and safety consultants, compliance, administration, legal counsel, care managers, physicians, and units/services as required.

• Coordinates the review, investigation, and follow-up on patient/family complaints, in a timely and responsive manner. Communicates with patients/families, units/services, and individual physicians/employees to obtain and report needed information, records, or documentation.

• Develops and coordinates appropriate verbal or written response to patient/family concerns, as deemed appropriate by the specific concern or regulatory requirements.

• Documents events within the Event System in compliance with regulatory bodies.

• Identifies trends and coordinates or facilitates improvement by referring to the appropriate leadership, unit/service director, and/or committee.

• Provides clinical relations education, training, or consultation as appropriate.

• Collaborates with Patient Accounts on billing adjustments, administrative holds, and patient billing complaints.

• Continuous Improvement – Collaborates with Quality/Patient Safety on clinical process improvement needed as identified from the patient’s feedback.

• Nurtures a robust culture of caring through support of caregivers (well-being, joy, resilience) and attention to what matters most to our patients.

Informatics, Data and Analytics

• Supports quality measurements for internal use.

• Supports the optimization of the electronic health record to maximize safety, quality outcomes, clinical effectiveness, and efficiency.

• Advances, with others, the use of predictive analytics and deep learning computing to improve the health, experience, and quality of care of those we serve.

This position is patient-sensitive and must fulfill all associated requirements. We protect our patients, coworkers, and community by requiring all patient-sensitive employees to be immunized according to CDC standards and hospital policy. Limited exemptions may be made for documented medical contraindications or religious beliefs that object to vaccinations.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Minimum Qualifications

Required

Bachelor’s degree in a clinical area, health care administration, business administration, a related field, or equivalency (one year of education can be substituted for two years of related work experience).

Two years of progressively more responsible health care experience.

Preferred

Current licensure or certification in a clinical field related to the area of assignment.

Preferences

Dept. Specific Preferences

• Current RN licensure in the state of Utah.

• Three years customer/patient relations experience.

• Five years clinical or healthcare experience.

• Knowledge of administration, managerial principles, HR, risk management, Joint Commission, Medicaid/Medicare, practice operations, managed care, and the academic health care environment.

• Experience in pediatric clinical operations, quality improvement, and data analysis.

• Comprehensive understanding of Cerner iCentra electronic medical record system for ambulatory operations.

• Clinical risk management experience.

• Excellent communication, organization, and human relation skills. Requires excellent decision-making capabilities and thoughtful exercise of judgment.

Type Benefited Staff

Special Instructions Summary

Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.

All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/

Online reports may be submitted at oeo.utah.edu

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.